GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Get the Guide.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2017 Answer.

Trends 171

Trends Customer Experience Wireless Entertainment 171

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Customer Bliss

MAY 10, 2017

Guest post by Blake Morgan, Customer Experience Futurist, Author, Speaker. For a customer experience program to be effective, the most senior leaders at the company must take ownership of the program. Clearly, businesses believe that customer experience matters. That depends on who owns it.

Chief Customer Officer 179

Chief Customer Officer Customer Experience Wireless Study 179

CloudCherry

MARCH 15, 2018

The customer experience wave has disrupted several industries and Telecom is one of them. Today, customers aren’t just leaving some of the biggest telecom brands in the world (Comcast ring a bell?) but are making it a point to tell their friends and social connections about their frustrating experiences. The result?

Wireless 210

Wireless Customer Retention Call Center Advertising 210

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. BT – Customer-centric culture.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2017 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

Experience Matters

MARCH 28, 2016

In the 2016 Temkin Experience Ratings (TxR), we found that the average ratings for all 20 industries declined between 2015 and 2016 (see graphic). Three industries dropped by less than 4 points (banks, software, and wireless carriers), while […]. points between 2015 and 2016.

Wireless 120

Wireless Customer Experience Banking Software 120

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. Serve Customers with Passion. Build the Foundation and Improve Upon it.

Wireless 180

Wireless Customer Journeys Telecommunications NPS 180

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 283

Customer Experience Contact Center Wireless Conference 283

Wired and Dangerous

OCTOBER 20, 2014

When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. The wireless campus is an immaculate setting with speakers playing classical music as students change classes. Can your customers experience your values in their experience of your service?

Innovation 142

Innovation Wireless Measurement Customer Experience 142

TechSee

JUNE 16, 2021

It establishes a live video stream with the customer and overlays Augmented Reality annotations to provide step-by-step resolution guidance on their mobile screen. In addition, gather relevant success stories and share these experiences with your staff. million domestic and business customers. But first, it must be adopted.

ROI 251

ROI Case Study Strategy Wireless 251

Michelli Experience

JULY 13, 2016

Striving to deliver great customer experiences intuitively seems like smart business, doesn’t it? So should you invest money in programs designed to improve the engagement and loyalty of your customers? Forrester has developed an annual benchmarking survey which they call the Forrester Customer Experience Index.

Customer Experience 100

Customer Experience Wireless Effort Score Infographics 100

Wired and Dangerous

APRIL 2, 2018

When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. The wireless campus is an immaculate setting with speakers playing classical music as students change classes. Can your customers experience your values in their experience of your service?

Customer Experience 87

Customer Experience Wireless Innovation Customers 87

TechSee

MARCH 17, 2021

Most recently, Verizon and Vodafone have started experimenting with the technology. The introduction of AR has brought a visual element to the table that is the key to successful contactless interactions with customers. Consumers, for their part, seem to be overjoyed. Augmented Reality. It’s really a matter of adoption.

Self Service 164

Self Service Wireless Competitive Advantage Consumers 164

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

BirdEye

DECEMBER 29, 2021

Whether as a child, eagerly waiting to open up presents on Christmas Day, or as an adult, standing in a seemingly endless line of fellow customers waiting to pay a bill. No matter what age, nobody likes waiting – especially your customers, even more so when they’re waiting to literally give you their money. Speed and convenience.

Wireless 52

Wireless Automotive Study Social Media 52

Alida

OCTOBER 20, 2017

Digital transformation means your patients are also customers. Right now, however, the prognosis isn’t good; many health care organizations are doing a poor job of reading their customers’ vitals. Patients are customers too. The remedy for health care organizations: View patients as though they are customers.

Wireless 170

Wireless Return on Investment Airlines Hospitality 170

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). 2017 Answer.

Trends 100

Trends Customer Experience Wireless Entertainment 100

Oracle

JULY 14, 2020

Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. Contactless consumer experiences: payments. Contactless consumer experiences: curbside pickup.

Trends 111

Trends Customer Experience Wireless Consumers 111

Blake Morgan

FEBRUARY 11, 2025

What does it take to scale customer-centric culture across an entire company? Kimberly has been with T-Mobile for nearly 20 years, witnessing the companys evolution from a traditional wireless carrier to a technology-driven customer experience leader.

Customer Centricity 52

Customer Centricity Culture Wireless Guidelines 52

Vonage

MARCH 11, 2016

I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. It was a very omnichannel experience. I dialed Verizon Wireless’s customer service line.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

Alida

JANUARY 29, 2018

An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Twitter provides an easy way for disgruntled customers to call out a brand that’s let them down.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Experience Matters

JUNE 16, 2015

Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We just published a Temkin Group report, Economics of Net Promoter, 2015. Download report for $295. Download report for $295.

Report 120

Report Net Promoter Score Wireless Airlines 120

Experience Matters

APRIL 13, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. > Wireless Carriers. Companies that are industry leaders or in the top 10% overall of the Temkin Experience Ratings can publicly display these badges.

Industry 120

Industry Wireless Airlines Hotels 120

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

TechSee

MAY 1, 2022

There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Customer satisfaction is the great differentiator, and organizations have to constantly target the areas for improvement and monitor for response to changes. Why Measure CSAT?

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

TechSee

JANUARY 28, 2020

Adobe noted a 43 percent uptick in this behavior, surely a great sign for retailers that had labored to improve their digital offerings and experiences ahead of the 2019 holiday rush. Days later, it was back in the hands of the customer. Average order value, too, improved 6 percent, just shy of $170 per order. Stopping the Bleeding.

Retail 136

Retail Self Service Wireless Consumers 136

Beyond Philosophy

MAY 25, 2016

Whilst the strike is mainly on the traditional telecoms service it is not just being contained there as you can imagine, with an overall brand perception at a 3 year low and this is having a negative effect on Verizon Wireless. Employee Engagement and Customer Experience Are Linked. Why did they strike?

Engagement 113

Engagement Wireless Call Center Employee Engagement 113

Experience Matters

MARCH 28, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S.

Customer Experience 120

Customer Experience Survey Industry Consumers 120

Feedback

DECEMBER 7, 2016

Since I work in marketing technology, I was tasked with comparing the products and stores on my phone as we shopped: the customer experience in the 21st century. As I bounced around from Yelp , then my local Sears store, to my local Best Buy , then to Google Maps, to Target , I found myself lost in a loop of customer feedback.

Customer Experience Management 100

Customer Experience Management Software Customer Experience Management 100

Alida

MARCH 23, 2017

According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. Looking beyond traditional customer experience (CX) metrics.

NPS 133

NPS Net Promoter Score Loyalty Company 133

BirdEye

DECEMBER 29, 2021

If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later). Upgrading your payment terminal can be just what you need to improve the customer experience and improve your customers’ perception of your business. .

Wireless 98

Wireless Sales Conference Connections 98

BirdEye

DECEMBER 29, 2021

If you have a brick-and-mortar store, you might not realize that people may be unhappy with your payment experience – and that can cost you sales (more on this later). Upgrading your credit card terminal can be just what you need to improve the customer experience and improve your customers’ perception of your business. .

Wireless 98

Wireless Sales Conference Connections 98

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120